Released on = May 27, 2007, 3:55 am

Press Release Author = Xceed Professional Services

Industry = Telecommunications

Press Release Summary = People development critical to customer service excellence;
experts to train contact centre managers on global best practices

Press Release Body = Xceed Professional Services has identified a severe crunch in
the skills of customer service personnel in the region, which is threatening the
quality of service being delivered. The industry is facing the challenge of
recruiting, training, managing and retaining the right people, driving an urgent
need to invest in training both management and staff to maximise performance of the
customer contact operations.

"In a best practice organisation, the important thing isn't having coaches and
supervisors simply to report what calls agents are doing. What is important is that
customer satisfaction levels accurately reflect the agents' performance. And in
order to achieve this desired result, contact centre managers need to address this
gap or they may find their organisations losing market share as customer
satisfaction levels fall," said Mohamed Fouad, COPC Services Manager, Xceed
Professional Services. "Training the managers on industry standards is therefore
critical to keep the company profitable. The COPC-2000® CSP Standard is the
industry's first, most rigorous and only high performance set of global best
practices. Many of the world's leading companies require knowledge of such best
practices for their first line management."

Bringing global expertise to the region, Xceed Professional Services, the premier
customer contact consultancy in the MENA region, is holding its Registered
Coordinator Training course with COPC Inc. (Customer Operations Performance Centre
Inc.) in Dubai from June 3rd to 7th at the Burjuman Rotana Suites. The Registered
Coordinator Training introduces service organisations to the COPC® Family of
Standards, provides insight into operational performance management and the key
drivers around revenue, service, cost and quality as well as global best practices
and benchmarks. For five days, attendees will receive information on how to provide
a consistent customer experience across all channels and stay ahead of competitors.
COPC Inc. has trained over 5,000 registered coordinators worldwide, from leading
organisations such as Accenture, Canon, General Motors, Lenovo, Starwood Hotels and
Volvo.

"The course is not about individuals receiving a certificate," Fouad added. "It is
based on practical, real-world examples, and focuses on the key elements executives
and managers need to drive business results. All organisations, banks, operators,
airlines, hotels, etc, claim to be customer-centric, and all claim having high
levels of customer satisfaction. But at the management level, there is a very low
awareness of the real metrics required to make such a claim. With COPC Inc., we want
to bring these metrics and global standards to the region to help contact centres
reduce the time, cost and risk to achieve operational excellence."

Xceed Professional Services and COPC Inc. first brought this course to the Middle
East in November 2006. It was then attended by representatives from some of the
regional leading service-driven organisations such as Etisalat, which is now going
through the COPC® Certification Process.

-ends-

About Xceed Professional Services
Xceed Professional Services is a specialised customer service consultancy that
provides real expertise in the fundamental areas of customer contact operations.
Xceed Professional Services helps organisations to unlock extra value from their
customer contact facility and enhance their customer relationship at every touch
point in their operations.

Xceed Professional Services is the sole Customer Operations Performance Centre Inc.
(COPC) implementation partner in the MENA region. COPC is the leading global
authority on operational Best Practices for improved service and quality, reduced
costs and increased customer satisfaction. For additional information, visit
www.xceedps.com.

About COPC Inc.
COPC Inc. is the world's leading authority on operations management and performance
improvement for buyers and providers of customer contact centre and business process
outsourcing (BPO) services. The COPC® Performance Management System includes site
certification programs, operational management training, Six Sigma in Contact
Centres, performance improvement consulting and vendor sourcing and management
services.
Since 1996, COPC Inc. has helped organisations in 35 countries drive results
averaging two to five times Return on Investment (ROI) with a payback of less than
one year. These results are achieved by leveraging the COPC® Family of Standards,
the industry's oldest, most rigorous and only high performance set of global best
practices and performance metrics that simultaneously increases customer
satisfaction and profitability.
Global clients include Accenture, Apple, BT Group, Bertelsmann Arvato, Blue Cross
Blue Shield, Cable & Wireless, Citigroup, Convergys, General Motors, Genpact, HP,
Lenovo, Microsoft, NTT, Sony, Telefónica, Telstra, and Wipro. For additional
information, visit www.copc.com.


Web Site = http://www.xceedps.com

Contact Details = Laila Jayyusi
Marketing Specialist
Dubai Internet City
Office No. 327, Building 16
P.O. Box 502577
Dubai, UAE
Tel: +9714 319 9351
Tel: +9714 319 9358
Email: laila.jayyusi@xceedps.com